BH Management - Sunny Grosso - Delivering Happiness
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May 9, 2014 in Nashville, Tennessee BH Management - Sunny Grosso Keynote
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BH Management - Sunny Grosso - Delivering Happiness
- 1. BH Management! ! May 2014! ! ! SUNNY GROSSO! COACHING AND CULTURE CHIEF!
- 3. BH Management! ! MAY 2014! ! ! SUNNY GROSSO! COACHING AND CULTURE CHIEF!
- 4. TAKE A MOMENT TO THINK… WHAT ARE YOUR GOALS IN LIFE?
- 5. TAKE A MOMENT TO THINK…
- 6. WHEN I GET ______ I WILL BE HAPPY! OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT. LOTTERY WINNERS TERMINALLY INJURED
- 7. HOW CAN WE BE BETTER IN LIFE AND AT WORK ?
- 8. WHO’S SUNNY FROM DELIVERING HAPPINESS?! HOW DID I GET HERE?
- 9. HOW DID I GET HERE ? … ?
- 11. STORY OF SCIENCE & SECRETS WHY IT MATTERS $!
- 12. 24 MILLION CUSTOMERS NEARLY $3B COMPANY
- 13. $265M
- 15. “A WOMAN’S DREAM CLOSET” AND GROWING… ZAPPOS KENTUCKY WAREHOUSE
- 16. “PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.” — MAYA ANGELOU
- 17. FREE SHIPPING 800# EVERY PAGE 24HR CALL CENTER 365 DAY RETURNS 75% REPEAT CUSTOMERS CUSTOMER SERVICE #1 PRIORITY
- 19. HOW IS CULTURE NO1 PRIORITY?! HIRE, MEASURE, FIRE 5 WEEKS OF TRAINING $4000 TO QUIT. REALLY!
- 20. HAPPIER EMPLOYEES HAPPIER CUSTOMERS= = SUCCESSFUL COMPANY A FORMULA WAS EMERGING.. !
- 21. NOV ‘09 AMAZON ACQUIRES ZAPPOS $1.2B $0 to $3 BILLION* ZAPPOS GROWTH $3B
- 22. !550,000 COPIES SOLD! 20 LANGUAGES! ! ! !#1 BESTSELLER: ! !NYTIMES! !WSJ! !AMAZON! !BARNES & NOBLE! !BORDERS! ! ! ! ! !! WHOA.! 2010!
- 23. 2010 DELIVERING HAPPINESS BUS TOUR!
- 25. WE HEARD FROM AROUND THE WORLD! SAME VISION! ! ! NO MATTER WHAT ! BACKGROUND! CULTURE! IDEAS! JOB! HAPPINESS
- 26. GLOBAL MOVEMENT 100 COUNTRIES TO SPREAD AND INSPIRE HAPPINESS IN THE WORLD
- 27. HOW? PCC
- 28. THAT’S GREAT, BUT IT’LL NEVER WORK FOR OUR COMPANY!
- 29. 87% UNHAPPY AT WORK! *!Gallup!State!of!the!Global!Workplace!2013!!
- 32. STORY OF SCIENCE & SECRETS WHY IT MATTERS WARNING!
- 33. HUMAN SENSE
- 34. WHEN I GET _______ I WILL BE HAPPY! SHORT TERM IS EASY WE’VE BEEN GIVEN A FORMULA… WHY ARE WE SO SUPERBAD AT PREDICTING OUR HAPPINESS? HUMAN SENSE WE’VE BEEN TOLD…
- 36. HAPPINESS SUCCESS BUT, WE LIKE MO
- 37. 1. I WISH I HAD THE COURAGE TO LIVE A LIFE TRUE TO MYSELF, NOT THE LIFE OTHERS EXPECTED OF ME 2. I WISH I HADN’T WORKED SO HARD 3. I WISH I’D HAD THE COURAGE TO EXPRESS MY FEELINGS 4. I WISH I HAD STAYED IN TOUCH WITH MY FRIENDS 5. I WISH I HAD LET MYSELF BE HAPPIER FAST FORWARD: TOP 5 REGRETS IN LIFE onnie!Ware,!Pallia=ve!Care!Nurse!caring!for!pa=ents!in!last!12!weeks!of!life! *!Bronnie!Ware,!Pallia=ve!Care!Nurse!for!pa=ents!in!last!12!weeks!of!life!
- 38. WHAT WILL YOUR ULOGY BE? FAST FORWARD: onnie!Ware,!Pallia=ve!Care!Nurse!caring!for!pa=ents!in!last!12!weeks!of!life! *!Bronnie!Ware,!Pallia=ve!Care!Nurse!for!pa=ents!in!last!12!weeks!of!life!
- 39. …BUT ONLY 10% HAPPINESS IS PREDETERMINED *Shawn!Achor,!The!Happiness!Advantage!
- 40. SCIENTIFIC SENSE BRAINS PROCESS 40 BITS PER SECOND BUT WE RECEIVE 11 MILLION BITS *informa=on!transmission!rate!of!each!5!senses!per!second! ALL KNOW NEGATIVE PPL WE START TO BELIEVE IT
- 41. 90% OF HAPPINESS IS HOW OUR BRAINS PROCESS THE WORLD CHANGE YOUR MINDSET, CHANGE YOUR WORLD SCIENTIFIC SENSE OUR BRAINS CAN BE REWIRED FOR HAPPINESS.
- 42. MASLOW’S HIEARCHY OF HUMAN NEEDS SCIENTIFIC SENSE
- 43. SCIENTIFIC SENSE
- 44. BUSINESS THE PARALLELS OF A GREAT BUSINESS AND HAPPINESS LIFE BUSINESS SENSE
- 45. BUSINESS SENSE ZAPPOS $0 to $3B* $3B
- 46. BEST WORKPLACES vs S&P 500 BUSINESS SENSE FOCUS ON CULTURE & EMPLOYEE WELL BEING
- 47. SCIENTIFIC SENSE
- 49. A POSITIVE INTERACTION AT WORK HAS AN EFFECT 5X MORE PRODUCTIVE THAN A NEGATIVE ONE SCIENTIFIC SENSE
- 50. SCIENTIFIC SENSE effectsofhappinessonbusiness Results based on median results of happiest co’s vs least happy co’s
- 51. COULD THAT WORK FOR OUR COMPANY?!
- 52. HAPPINESS AS A BUSINESS MODEL
- 53. “GET THE CULTURE RIGHT THEN EVERYTHING ELSE WILL FALL INTO PLACE” • RIGHT EMPLOYEES, BAD EGGS WEED OUT! • DOING THE RIGHT THING, LONG TERM SUCCESS! • COMPETITIVE EDGE IN PERFORMANCE, PROFITS!
- 56. 1. Deliver WOW Through Service! 2. Embrace and Drive Change! 3. Create Fun and a Little Weirdness! 4. Be Adventurous, Creative, and Open-Minded! 5. Pursue Growth and Learning! 6. Build Open and Honest Relationships With Communication! 7. Build a Positive Team and Family Spirit! 8. Do More with Less! 9. Be Passionate and Determined! 10. Be Humble! CORE VALUES DEFINE CULTURE ZAPPOS 10 CORE VALUES COWOWNED,!ALL!KNOW!!!!!!!!!#1!!WOW!EVERYDAY!WORD!!!!!!!MEARURED!IN!COOKIES!
- 57. CORE VALUES COMMIT, HIRE & FIRE #1!IW!:!HOW!WEIRD!ON!SCALE!1W10! GUIDES!BEHAVIORS!EVERY!DAY!
- 58. 58! WARNING!
- 59. CULTURE VALUES + BEHAVIORS + PURPOSE PRACTICED OVER TIME
- 60. HOW DO YOU USE HAPPINESS AS A BUSINESS MODEL?
- 62. CASUAL COLLISSIONS - YOU CAN’T SCHEDULE INNOVATION CONNECTEDNESS
- 64. LIFE COACH SENSE OF PROGRESS ZU CLASSES RECOGNITION MERCH TEAM 6MO PROMOTIONS
- 66. HIGHER PURPOSE IF YOU WANT TO BUILD A SHIP, DON’T DIVIDE THE WORK AND GIVE ORDERS. INSTEAD TEACH THEM TO YEARN FOR THE VAST AND ENDLESS SEA. ~SAINT EXUPERY
- 67. HIGHER PURPOSE GIVES MEANING TO WORK INSPIRES EMPLOYEES & CUSTOMERS COMPASS FOR DECISION MAKING
- 68. HIGHER PURPOSE INSPIRE SOLUTIONS TO THE ENVIRONMENTAL CRISIS VOLUNTEER 2MO YR WITH PAY
- 69. HIGHER PURPOSE = HIGHER PROFIT! ! WORLD’S 50 FASTEST GROWING BRANDS! ! THOSE WITH A HIGHER PURPOSE OUTPERFORMED S&P BY 400%! !
- 70. HIGHER PURPOSE PURPOSE & VALUES DRIVEN COMPANIES COSTCO CONTAINER STORE GOOGLE JET BLUE JOHNSON & JOHNSON HONDA LL BEAN METHOD PATAGONIA REI SOUTHWEST TOM’S TOYOTA TRADER JOE’S NEW BALANCE STARBUCKS AMAZON BMW CATEPILLAR EBAY IDEO IKEA WHOLE FOODS ZAPPOS
- 71. IS HAPPINESS AT WORK! NICE TO HAVE ! OR MUST HAVE?!
- 72. MASS PRODUCTION MODEL OF 1950’s SQUEEZE THEM FOR EVERY DROP YOU’RE LUCKY TO HAVE A JOB TOP DOWN IS DYING NICE TO HAVE?
- 73. WORK LIFE INTEGRATION QUALITY OF LIFE OVER MONEY & STABILITY MILLENIALS RISING NICE TO HAVE?
- 74. TRANSPARENCY IS A TSUNAMI MUST HAVE PSST, YOUR CULTURE IS SHOWING
- 76. HAPPIER EMPLOYEES HAPPIER CUSTOMERS= = SUCCESSFUL COMPANIES & MEANINGFUL LIVES 51% !! TURNOVER 22% PROFITABILITY !! 7.5YEARS HEALTHIER & LONGER LIFE HARVARD BUSINESS REVIEW JAN-FEB 2012 PURSUING HAPPINESS, LYUBOMIRSKY ET AL GALLUP 2013 TIPPING POINT?
- 77. SO, WHERE DO ! YOU START?!
- 78. 1. ASK WHAT DOES YOUR CULTURE LOOK LIKE?
- 79. IT’S HARD. START EARLY. 2. DEFINE YOUR CORE VALUES WHAT ARE YOUR - PERSONAL - COMPANY’S VALUES? DO THEY ALIGN?
- 80. MANAGERS AMPLIFY CULTURE BIG TIP FOCUS ON MANAGERS
- 81. WHAT’S THE LARGER VISION AND GREATER PURPOSE IN THEIR WORK BEYOND MONEY OR PROFITS? WHAT WOULD YOU BE PASSIONATE ABOUT DOING IF YOU DIDN’T FEAR FAILURE AND DIDN’T MAKE ANY MONEY FOR 10 YEARS? 3. VISION & PURPOSE FOR EMPLOYEES ENTREPRENEURS
- 82. COMMITMENT WALK THE TALK SHORT TERM THINKING CAUTION!
- 83. IT’S ALL! ABOUT ! ALIGNMENT ! REMINDER
- 84. SO…! CAN YOU ! QUANTIFY THAT?!
- 85. NIC MARKS, TED SPEAKER HOUSE OF PARLIAMENT 2012 HAPPINESS AT WORK SURVEY YES!!!
- 87. ZAPPOS CULTURE BOOK! TOOLS FOR YOU DELIVERINGHAPPINESS.COM!
- 88. SHOP@DH FEEL GOOD WHILE YOU DO GOOD! DELIVERINGHAPPINESS.COM! TOOLS FOR YOU
- 89. WHAT ARE YOU WAKING UP FOR? IMAGINE…
- 90. THANK YOU! THEN DO. Create change in the world more than we ever thought possible… with happiness.
- 91. HOW CAN WE HELP? CULTURE BOOK COPY OF PRESENTATION SUNNY@DELIVERINGHAPPINESS.COM JOIN THE MOVEMENT DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS TWITTER | @DHMOVEMENT
- 92. at WORK JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM SUNNY@DELIVERINGHAPPINESS.COM !